All Customers receive Standard Support, which includes:
"Customer Contacts" – the listed Administrators.
"Feature Request" – a Request from Customer's contact to add a new feature to the Services or to develop a new feature of an existing feature of the Services.
"Service Provider Support Staff" – the representatives of the Service Provider who are responsible for handling technical support requests.
"Maintenance" – maintenance work on the hardware or software that operates the Services.
"Priority" – means the level of impact of a particular Request on Customer's operations; value is used to determine response times after receipt. The available priority levels are:
"Request" – a request sent by the Customer to the Service Provider's support staff to request technical assistance to resolve an issue or report a problem with the Service.
"Service Outage" – a case where the majority of Customer's End Users do not access or use the Service, or where Customer's network does not receive incoming mail (or is unable to send mail from the Service). Customer identifies a Request as a Service Outage by marking it as a P1 Priority Support Request.
"Normal Request" – a Request sent by the Customer to the Service Provider that is not related to Service Outage and is not a Function Request.
"Helpdesk Opening Hourse" – the Service Provider's customer service operates from 9 am to 5 pm every working day of the week and provides support to Customers.